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Excerpt

If VBC Voicemail is enabled and configured for your account, the voicemail icon will appear when initiating a consult.

To allow a caller to leave a voicemail for a VBC user during a call, click Consult. The dialog box that appears contains VBC users, call groups, and call queues along with the VCC agents, queues, and so on. You can identify VBC users, call groups, and queues, by a donut icon.

When you click a VBC user, the voicemail button will be available:

VBC voicemail availableImage Modified

For any other types—VCC agents, queues, and so on—the voicemail button will be unavailable indicating that you cannot transfer the caller to a voicemail for this type:

VBC voicemail unavailableImage Modified

When you click the voicemail icon, you will hear ringing while the caller is transferred to voicemail. If the transfer is successful the caller will be passed to voicemail and the call will end for you. If the transfer is not successful—if, for example, the VBC user does not have voicemail enabled—the caller will be placed on hold and you can retrieve them by selecting the retrieve button.

Note
Typing a VBC user’s extension in the Search field does not locate the VBC user. You must click the VBC user’s username in the dialog box and press Return or click Dial to connect to the VBC user.


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